Job Title:

Team Leader, Operations

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

Responsible to meet all agreed client SLAs and performance parameters.Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service.Develop strong interpersonal relationships with the team, to cohesively bond them together with the Customer and integrate them with the vision and core values of the Customer.To embody the spirit of excellence through team building, able leadership and sound people management skillsIdentify areas of concern and under performance and take corrective measures.Responsible for development of team members- team motivation, up-skilling- career developmentProvide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoringSingle point of contact for the team and the senior management through effective communication on key deliverablesEnsure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data.Responsible for Customer/client interactionAssist in scheduling and time management.Allocate work and prioritize.Perform real time monitoring.Evaluate and coordinate operational, administrative, IT and HR issues for the team.Forward non- resolvable issues to the Operations ManagerTeam specific attrition and absenteeism managementTeam member performance management and identification of training opportunities

Key skills and knowledge:

Basic Banking Knowledge – International Voice Banking PreferredKnowledge of Csat/NPS is desired.Familiar with basic accounting knowledgeTeam developmentGood excel skills.Ability to manage Team PerformanceAbility to impart effective feedback.Ability to work in a 24/7 shift environment.

Educational qualification: Graduate

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Bangalore - Karle Infra Pvt. Ltd,. IT/ITES SEZ, 4th Floor, HUB-4

Language Requirements:

Time Type:

Full time

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